Making support work: how to keep high-performing platforms performing

Support often gets a bad rap. It's seen as slow, reactive and only relevant when something breaks.

We think that's nonsense.

At Growcreate, Support isn't just part of what we do; it's why our clients' platforms stay fast, secure and commercially effective long after launch.

In our latest Digital Leadership Briefing, we pulled back the curtain on how it works behind the scenes.

Here's what we covered and why it matters if you're responsible for delivering digital performance.

Support is infrastructure, not insurance.

Think of Support like plumbing. You don't notice it when it works, but when it doesn't, everything grinds to a halt.

We treat Support as infrastructure, which consists of the systems, tools and processes that keep digital operations running. From lead generation and onboarding to service delivery, your platform only delivers value when it is available and performing.

Too many teams only think about Support when something breaks. High-performing teams use it to stay ahead of problems before they cause damage.

What Support looks like in practice

We asked our Tech Lead, Mike, and our Service Delivery Manager, Ana, to walk us through exactly how we deliver Support on a day-to-day basis. Here's what they shared.

1. We prevent Support issues before they impact you

Support that waits for things to go wrong is already too late.

We run constant uptime monitoring, performance baselining and traffic analysis to identify risks before they become incidents. That includes:

• Ping tests and SSL checks
• Monitoring memory, CPU and database load across Azure
• Analysing bot traffic and firewall logs to flag suspicious activity early

Recently, we intercepted a weekend bot attack. No downtime. No stress. The client barely noticed because we were watching and ready to act.

2. We triage Support issues based on what matters most

Not all tickets are equal. A broken homepage isn't the same as a fractured footer link, especially during a live campaign.

That's why we customise triage rules for each client. Ana and her team work closely with digital leads to understand what's mission-critical so that we can prioritise the right things at the right time.

When something does go wrong, you're not left waiting. You're routed straight to the right expert. And if it's easier to talk than type, we'll jump on a call.

3. We fix Support issues before you even know there's a problem

Most of our maintenance work happens without clients even noticing.

We run mini-health checks to schedule and proactively patch vulnerabilities, fix bugs and clean up code. That includes:

• Umbraco and plugin updates
• Page speed and technical SEO reviews
• Lifecycle planning to avoid rebuilds

It's not glamorous, but it means your site keeps getting better, month after month.

4. We talk like humans, not nerdy-geeks (although we are a bit geeky!)

Support doesn't mean jargon, tickets and email chains.

Our team is accessible. You'll speak directly to people who know your platform and can explain what's happening in plain English. Whether it's proactive security alerts or performance wins, you'll know what's going on and what we're doing about it.

Why Growcreate support works

When Support is structured, proactive and human, the outcomes speak for themselves:

• Faster journeys and better UX
• Stronger SEO and technical performance
• Fewer rebuilds and lower long-term cost
• Higher trust, better conversions, and stronger growth

Platforms supported by Growcreate grow organic traffic up to 50% faster. Because when your site works without friction, users stick around.

Support that does more than fix problems

The real takeaway? Support isn't about firefighting. It's about future-proofing.

If your current setup only kicks in when something's broken, you're leaving value on the table. We help digital teams get more from what they've already built by keeping platforms healthy, high-performing and stress-free to manage.

Find out if your current setup brings peace of mind – or late-night panic.

We offer a free Umbraco Support Assessment to benchmark your current setup and show you exactly where the risks and opportunities lie.

No pressure. Just insight.